One of the core competencies of a SaaS solution provider is, of course, customer support. Typically, standard support includes providing technical assistance, help with onboarding, as well as configuring and using the software solution. If the customer encounters issues, support rushes in to offer solution-oriented assistance. For many providers, customer support ends at this point. However, at tracekey, we are not satisfied with this.
We have set ourselves the goal of going the extra mile for our customers. This means that our support does not end with standard assistance. To provide sustainable help, we have developed various offerings that make working with mytracekey Pharma easier for our customers. These include adjustments to common workflows, regular tips through a customer newsletter, and constant updates to the user-friendliness of our system.
More than just updates
Every four weeks, mytracekey Pharma receives an update. While updates for software solutions are certainly not uncommon, we at tracekey like to see them as part of customer support. One of the goals is to actively incorporate customer wishes and suggestions.
Customer support is also included in all contracts and takes place personally, not through an anonymous ticket system. During support conversations, we often receive additional feedback from our customers. This allows us to consider the needs of our customers in our development work.
These regular updates not only lead to improvements in workflows but also to a continuous increase in the user-friendliness of our system. Through close collaboration with our customers, we can ensure that the updates provide added value and make work processes more efficient.
How we improve our customers’ workflows
While working with customers, our Customer Success Team has often noticed that workflows in mytracekey Pharma are not used as intended. This can happen when users only occasionally work with the system and lack routine or simply forget a step. Through regular informational mailings, our customers were able to learn about efficient workflows and adjust their processes. The introduction of these optimized workflows led to an increase in efficiency in our customers’ work. Processes could be streamlined and simplified. Not only could errors be reduced, it also allowed customers to focus on their core tasks. Our customers have highlighted that it’s often the little things that make the biggest impact.
Process optimization with our customer newsletter
To ensure that our customers are always informed about the latest improvements and optimized workflows, we have launched the customer newsletter. It has now become a fixed part of our support activities. At tracekey, we precisely pass on relevant information with this channel and thus promote customer support. The content is directly related to working with mytracekey Pharma. Our customer newsletters regularly contain updates on new features, tips for more efficient use of the system, and information on important changes. These updates are also included in the regularly sent release notes, whose content can quickly be overlooked in the stressful everyday work. Therefore, we have decided to additionally communicate the enabled process optimizations in more detailed form.
A particularly important aspect of the newsletter is the focus on workflows. When our Customer Success Team discovers optimization potentials, we work on passing these optimizations on to our customers in consultation with our developers. Through detailed descriptions and practical application examples, we help them quickly integrate the new workflows. This enables users to improve their work processes. Through this regular and targeted communication, we ensure that our customers are always up to date. Accordingly, they receive the full support they need to navigate our system efficiently.
Would you also like to be convinced by tracekey customer support? Contact us here or arrange a non-binding product demo.